How to deal with incorrect water billing
Residents are not expected to pay or be liable for incorrect bills.
The Ekurhuleni Metropolitan Municipality (EMM) has provided some guidance on how to resolve billing queries.
This follows an Edenvale resident’s questions regarding his water account.
“Clients are urged to contact or visit the Edenvale Customer Care Centre (CCC) as soon as they realise any discrepancies in their account before any service cut-offs are done, that way the billing team is able to liaise with other divisions to correct their accounts,” said Mr Themba Gadebe, spokesperson for EMM.
Mr Gadebe said residents can do the following to address inaccurate billing:
r Residents can contact the Edenvale CCC for any queries relating to their water billing and this should be done before their services have been disconnected.
Residents are not expected to pay or be liable for incorrect bills, rather the council is responsible for correcting their accounts and ensuring correct amounts are charged.
r Customers are requested to work together with the council and provide the billing personnel with all necessary information as this will allow them to deal with their query promptly.
r The interim readings are caused by different reasons, one of which is access.
Clients are urged to make their meters accessible to the meter readers and not cover their meters. In this regard residents are also welcome to forward their readings to the meter readers or billing division directly to avoid any interim charges.
“The EMM thus ensures residents of the necessary means to rectify the water billing problems experienced,” said Mr Gadebe.
“EMM’s main priority is to ensure accuracy in all customers’ bills, but we cannot do this without the assistance of our clients, therefore we urge our customers to communicate with us regarding any issues relating to their account.
“We are at their service and we will do our best to ensure excellent customer experience.”
For assistance with inaccurate water billing contact Bridgette Thatla on 011 999 3301 or Bridgette.Thatla@ekurhuleni.gov.za, Michael Sema on 011 999 3118 or Michael.sema@ekurhuleni.gov.za or Bonginkosi Mabaso on 011 999 3117 Bonginkosi.mabaso@ekurhuleni.gov.za
